RANGERS FOOTBALL CLUB SUPPORTERS CHARTER
Rangers Football Club:
- Consults supporters through regular ongoing communication and quarterly meetings with the Rangers Supporters Assembly, as well as customer focus groups and questionnaires. The President of the Assembly also takes part in the Club's board meetings on a quarterly basis.
- Publicises its position on major policy issues in a clear format in Club publications, on the website and via other available mediums.
- Regularly communicates changes in policy and business practices via the most effective forms of communication, both internal and external. For example, in Rangers matchday programme, matchday announcements, Jumbotron advertising and Rangers website www.rangers.co.uk.
- Continues to develop additional ways to consult key stakeholders including shareholders, sponsors, local authorities and other interested parties.
- Gives the earliest possible notice of any changes to its ticketing policy and the reasons for those changes.
- The Club undertakes to keep supporters informed of fixture changes by the most costs effective means, e.g. a fixture list at start of the season and ongoing updates via Rangers media, emails to registered fans, emails to supporters' club contacts and matchday advertising.
Rangers Football Club:
- Seeks to achieve the highest level of service to all its supporters.
- Treats all customers in a professional and courteous manner.
- Responds promptly to any contact from a customer via telephone, letter, email or fax.
- Will endeavour to answer 80% of calls within 30 seconds.
- Aims to resolve issues as and when they are brought to our attention and as such encourages supporters to contact the Customer Services team in the first instance with any queries they may have on 0871 702 1972 (calls cost 10p per minute plus network extras).
- If a query has not been resolved to the supporter’s satisfaction, we invite supporters to document their thoughts in either email or letter form and address to the Ticket Operations Manager. The Ticket Operations Manager will endeavour to provide a comprehensive response within 10 working days.
PRODUCTS AND SERVICES
Rangers Football Club strives to provide the widest range of quality products and services to its customers:
- The Club subcontracts its catering service for both the fast food outlets and hospitality areas. The outsourcing within hospitality has seen the introduction of some highly successful and innovative products and facilities which have helped Rangers to remain at the forefront of the football hospitality industry. Rangers Football Club operates tight controls via the implementation of service level agreements and close monitoring of pricing and product policies.
- The Club offers a wide range of hospitality products to meet both individual and corporate budgets providing the highest level of quality and service throughout
- Our joint venture company Rangers Retail ltd carries details of the next intended change of kit, including the date of change in Rangers stores in advance of each kit launch.
- Our joint venture company Rangers Retail ltd carries out its obligations under the SFL rulebook to prevent price fixing in relation to the sale of replica strips.
- Our joint venture company Rangers Retail ltd offers refunds on merchandise purchased at official Rangers stores, and via e-commerce operations, in accordance with its legal obligations.
- Our joint venture company Rangers Retail ltd will not knowingly buy goods from any supplier or manufacturer who does not comply fully with the labour, safety and other relevant laws of the countries of manufacture with respect to minimum wages, hours of work, overtime, sick pay and holiday entitlement.
- Our joint venture company Rangers Retail ltd opposes the exploitation of child labour. No orders will be placed from suppliers employing child labour under the age allowed in the country concerned. Legitimate apprenticeships or educational work are acceptable as long as there is no risk to the health or safety of the children concerned. Suppliers must not use forced labour and must practice universal respect for human rights and freedom for all, without discrimination because of race, sex, language, and religion.
Rangers Loyalty and Membership
- The Rangers world-wide alliance supporters' network provides two-way communication and affiliation with the Club to fans world-wide. It comprises four alliances - UK, NARSA, ORSA and the Middle East.
Rangers Football Club is committed to providing wide access to Rangers matches by offering:
- A broad range of season ticket and individual match ticket prices.
- Reduced season ticket prices for juvenile and concession supporters.
- Over 60% reduction on season ticket prices for supporters under 16 years of age before 1st August each year.
- 30% reduction on season ticket prices for supporters who are over 16 years of age but under 18 and supporters who are over 65 years old before 1 August each year (in the Govan Stand).
- 10% reduction on restricted view season tickets and £2 discount on individual match ticket prices.
- 10% reduction to supporters clubs purchasing season tickets in a designated area.
- A continuous credit card monthly payment plan which give supporters the opportunity to spread the payment of their season ticket in four monthly instalments.
- A continuous credit card facility which allows season ticket holders to apply for non season ticket home games in advance, bringing with it additional benefits:
- Guaranteed discount on non season ticket home games
- Priority on Cup semi-finals and finals
- No charge when paying by credit card
- Season ticket holders and supporters clubs an allocation of tickets for away SFL matches. All away tickets are balloted between season ticket holders, supporters clubs and hospitality clients/sponsors. The home club determines the cost of these tickets.
- No incremental increase in ticket prices for adult supporters from visiting clubs on comparable seats/ticket prices paid by our own supporters.
- A refund in the event that a match is postponed or abandoned, should the holder not wish to attend the rearranged fixture (tickets will be valid for the rearranged date). A refund will only be paid if the Club receives a refund application within 14 days of the announcement of the rearranged match. If the match is postponed or abandoned after half-time no refund will be given.
- Individual match tickets through a wide range of sales channels including the Rangers Ticket Centre, the Ticket Hotline, www.rangers.co.uk and supporters club registration.
- Tickets to visiting clubs according to the rules and ground regulations of football's governing bodies.
- An area of the stadium dedicated to disabled/visually impaired supporters and their carers. The Ticket Centre can be contacted for details of our disabled facilities.
- A dedicated family section allocated exclusively to family groups with a 20% discount on season ticket prices.
RANGERS IN THE COMMUNITY
Being part of Rangers also means being a part of its successful approach to corporate social responsibility.
Rangers Football Club “plays for everyone” and we recognise our responsibility to supporters and the wider community. That is why the passion and commitment which surrounds the Club has been used to make a difference to people’s lives using our award winning Community Programme.
With over £2.5 million worth of in-kind investment by Rangers since 2003 and attendances now over 2million to date, the Club has clearly demonstrated its status as one of the largest corporate and social responsibility programmes in UK football.
The success of these initiatives was recognised with the Club achieving the Business in the Community “Quality Mark” and the prestigious Merrill Lynch Big Tick Award in 2008 and also winning a National Business Award for Scotland for Corporate Social Responsibility.
The Community Department which includes 7 full-time staff and 40 part-time coaches delivers a raft of programmes addressing a range of social issues using the hook of the football Club to improve Education, Employ-ability, Health and Youth Disorder.
Here is a brief snapshot of just some of the results achieved:
- Old Firm Alliance - 3.5 hours per week increased activity levels of Primary aged children in Glasgow
- Soccer Success - 25 children aged 16 years who had no positive destination at school graduate with a college course, a training programme or a job.
- Kick & Tricks - 63% reduction in youth disorder in the local Ibrox and Govan area on Friday and Saturday nights.
- Well Man Clinic - 10% Cholesterol fall and 7.5% drop in blood pressure of at risk fans.
- Future Jobs Fund – 14 Community Coaches, 24 Apprentice Development Officers and five Administration Assistants have joined the club on a six month placement. All these participants will have previously been unemployed.
Rangers Soccer Schools
The Rangers Soccer Schools brand continues to grow at an unprecedented rate with an impact which is unsurpassed in Scotland.
Rangers Soccer Schools Football Centres and Roadshows continue to develop and spot talented players throughout the UK. In the last few years Rangers Soccer Schools have produced 80 players for the Rangers Youth Development programme, many of whom have made progress through our pathway to Advanced Centres, Elite Centres and finally to the Youth Academy at Murray Park. Sixty young players have progressed from the Elite Centre to the Youth Academy.
A growing network of camps are now delivered across the globe, attracting young families to the club and building sponsor awareness internationally.
Rangers Soccer Schools have been working with clubs from the US, Canada, Australia, New Zealand, Trinidad & Tobago, Azerbaijan, Malta, Sweden and many more for over seven years now giving players and coaches from across the globe the chance to learn from one of the most successful Clubs in football.
Our professional coaches have a well grounded knowledge of football across the world and appreciate what clubs want and need.
Due to the success of the overseas camps, clubs, teams and individuals are now travelling to Scotland to train and play the Rangers way. The Rangers Invitational Tournament and Rangers Residential Camps has hosted players from over 20 different countries, all travelling the length and breadth of the country to be part of the Rangers Way.
Indeed the relationship with many Clubs has now evolved into them becoming one of our Affiliate Clubs where they are partnered with Rangers for 10 years. Many of them now train and play in Rangers kit – further enhancing and broadening our reach as a global football brand.
The Club launched a girls and women’s football section in 2008 and the Club now boasts teams at U13, U15, U17 and a Senior Ladies team that compete in the Scottish Women’s Football Premier Division.
In the last three seasons the girls and ladies football section have won six Cups, been in the final a further twice and won the First Division title in 2009.
A new management team were appointed for this season led by former Scotland Assistant National Coach Angie Hynd and the have started the season with an impressive record of results. Angie team have also helped develop the programme’s media profile as well as attracting interest from a range of sponsors. Crowds at the team’s home games held at Petershill Park in Glasgow have almost doubled as more and more Rangers fans become aware of their success and go along to support the Rangers Girls and Women’s programme.
The Rangers Charity Foundation
The Rangers Charity Foundation (Scottish Charity Number SC033287) exists to bring Rangers Football Club, its supporters, staff and players together in a unique way to help make the world of difference to thousands of lives through a range of charitable work.
The Foundation's financial support is concentrated on key charity partnerships each season but also assists other charitable causes via in-kind support, particularly those which address our key priority areas.
The Foundation's long term work with International Partner UNICEF continues this season with an ambitious new campaign which will fund one million vaccines at a cost of £300,000 over 3 years. The ‘One In A Million’ initiative will help protect some of the world’s most vulnerable children from a range of deadly but preventable diseases. We believe every child is precious and ‘one in a million’, deserving a happy and healthy future. One million vaccines can help make a real and tangible difference to the health of children in some of the poorest areas of the developing world.
ABF The Soldiers’ Charity - the Army’s national charity - is the Foundation’s National Partner for season 2012/13. With the support of Rangers fans everywhere, the Foundation hopes to raise £25,000 over the course of the season to help fund some of The Soldiers’ Charity’s core activities. The Soldiers’ Charity has been working with soldiers and veterans from every conflict since World War Two by giving practical support to the brave men and women who serve in the British Army and their families.
At the start of season 2012/13 the Foundation took the opportunity to work with The Prince & Princess of Wales Hospice as Community Charity Partner on a long-term project which will provide a lasting and significant legacy to the people of Glasgow.
The Foundation will work with the Hospice on its ground-breaking project to create a 21st century, state of the art palliative care facility for Glasgow for generations to come and will aim to raise £100,000 towards this amazing new facility, which will be built on a proposed site within Bellahouston Park, less than a mile from Ibrox Stadium.
In addition, the Foundation makes the dreams of hundreds of sick, disabled and disadvantaged children and adults come true by arranging for them to meet the players and attend matches and tours at Ibrox Stadium and Murray Park, as well as organising hospital visits.
Since its creation in 2002, the Rangers Charity Foundation has donated over £1million in cash awards and over £1,550,000 of in-kind support, making a combined total of over £2.5million.
The Foundation has a strong vision and an ever growing impact and with the help of everyone in the Rangers Family aims to be a champion of social responsibility and charitable giving.
Rangers Study Support Centre - Ready2Learn
Rangers Study Support Centre was the first facility of its kind in Scotland and is operated as a partnership between Glasgow City Council Education Services and Rangers Football Club.
Initially launched in the Govan Stand at Ibrox Stadium in November 2001 by then Education Minister Jack McConnell, a brand new £250,000 facility was re-opened in December 2006 in the Broomloan Stand by Mr McConnell in his role as First Minister.
The high-tech multi-media centre is equipped with the latest computers and modern teaching aids, as well as a reading zone, computer games zone and celebrity interview area.
Staffed by qualified teachers, the Centre has developed a curriculum designed to enhance and complement the work of the school whilst also presenting students with new and exciting ways of learning. Debating sessions, interviews with players and tutorials in football business and marketing encourage students to think for themselves and enjoy an exciting, pro-active learning experience outside the usual classroom environment.
In addition to its educational focus, the Centre also runs a series of dance classes to promote health and fitness and offers workshops to tackle issues such as social equality, fair play and sectarianism.
Over 3,000 pupils benefit from The Rangers Study Centre every week, with staff seeking to improve health, literacy, numeracy and ICT skills, as well as improving children's self confidence. The Study Support Centre also provides weekly anti-sectarian workshops and delivers a number of anti-racism workshops throughout the year.
The Study Centre programmes have proved inspirational to thousands of children, with their success becoming a model for similar initiatives around the country.
Indeed, in June 2008, the Centre was recognised with a 'Big Tick' at the Scottish Business in the Community Awards - the most rigorous awards recognising responsible business practice in the UK today. Winners have to demonstrate a strategic and long-term approach to creating partnerships which have a measurable and enduring impact.
Follow With Pride
Rangers fans have so much to be proud of our rich history is one of Europe’s leading sporting institutions, the standards the Club has set from its very beginning and the passionate commitment of our supporters. Pride is what being a Rangers fan is all about.
Rangers is a friendly club open to all and we want everyone to feel welcome when they come to Ibrox
Stadium. We also like to be welcomed as true football supporters when we travel away from home.
That’s why the Club and supporters joined together to launch Follow With Pride in 2007, a campaign which promotes sporting behaviour at matches and in the community.
Follow With Pride succeeded the successful Pride Over Prejudice campaign which had been running for the previous five years and was developed to help eradicate inappropriate behaviour.
Follow With Pride builds on the success of the Pride Over Prejudice initiative and highlights everything that is positive about Rangers – our great supporters, tremendous work in the community and the standards we set across the Club.
We are all part of the Rangers family and every one of us has a role to play. It is important all fans believe they are ambassadors for the Club and help protect and enhance Rangers reputation.
With this in mind supporters are asked to:
- Sing the songs which celebrate the Club, its honours and achievements both past and present
- Wear recognised Rangers strips and traditional team colours
- Display legitimate flags and banners
- Avoid gestures and salutes that could be taken as offensive
Regulations introduced by the SFL for all domestic matches mean that ‘unacceptable conduct’ by supporters will lead to clubs being penalised.
If you hear of someone behaving in an inappropriate manner, putting the Club at risk, report them
anonymously or otherwise.
Supporters can write in confidence to Follow With Pride, Ibrox Stadium, Glasgow, G51 2XD or telephone the incident hotline on 0871 702 197 (calls cost 10p per minute plus network extras).
Fans who do behave in an inappropriate manner, bringing the Club into disrepute, will face limited or lifetime bans, loss of season ticket or arrest by the Police. Bans will apply to supporters clubs as well as individuals.